Customer Support Specialist

Part-time
Hannover/Remote
About us

We are on a mission to bring the beauty and complexity of nature into the virtual world. We make it incredibly easy for 3D Artists around the world to create amazing 3D environments in an artist-friendly and creative way. We have big dreams for where to go next, and we'd love to have you on this journey with us.

We have been working on this together since 2018 and have customers and partners like Autodesk, NVIDIA, Amazon Games and thousands more. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the thousands of people Graswald already reaches worldwide.

Hi there đź‘‹
Hi there đź‘‹

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services, as well as help us understand how we can better suit our customers needs.

At Graswald, you’ll combine your passion for creativity with your own personal touch to help our customers get the best Graswald support experience possible.

What you will do

  • You'll work part-time, 20 hours a week with a flexible schedule
  • You'll respond to customer queries in a timely and accurate way, via email or chat
  • You'll identify customer needs and help customers use specific features
  • You'll analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • You'll update our internal databases with information about technical issues and useful discussions with customers
  • You'll monitor customer complaints on social media and reach out to provide assistance
  • You'll share feature requests and effective workarounds with team members
  • You'll follow up with customers to ensure their technical issues are resolved
  • You'll gather customer feedback and share with our Product, Sales and Marketing teams
  • You'll test our new products, give feedback and write documentation for our users

Skills you'll need to bring

  • Open, patient and friendly personality
  • Highly organized and thrives on making order out of chaos
  • Able to effectively tailor verbal and written communication style to differing audiences
  • Good team communicator and open to feedback
  • Passion for customer service and our users experience, including making sure the problem is fully addressed
  • 1+ years experience supporting customers via e-mail, chat or social media
  • Excellent writing skills that you can adapt to each individual customer
  • Familiarity with 3D Computer Graphics and popular CG tooling
  • Familiarity with PBR and real-time rendering techniques
  • Able to self-manage and work independently in a fast-paced, constantly changing environment

Nice-To-Have Skills

  • Experience in working in a 3D production environment
  • Experience in creating learning content (articles, documentation, tutorials, blog entries)
  • Understanding of software development and basic coding knowledge
  • Experience using Notion or similar tools

‍

Hallo đź‘‹

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services, as well as help us understand how we can better suit our customers needs.

At Graswald, you’ll combine your passion for creativity with your own personal touch to help our customers get the best Graswald support experience possible.

What you will do

  • You'll work part-time, 20 hours a week with a flexible schedule
  • You'll respond to customer queries in a timely and accurate way, via email or chat
  • You'll identify customer needs and help customers use specific features
  • You'll analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • You'll update our internal databases with information about technical issues and useful discussions with customers
  • You'll monitor customer complaints on social media and reach out to provide assistance
  • You'll share feature requests and effective workarounds with team members
  • You'll follow up with customers to ensure their technical issues are resolved
  • You'll gather customer feedback and share with our Product, Sales and Marketing teams
  • You'll test our new products, give feedback and write documentation for our users

Skills you'll need to bring

  • Open, patient and friendly personality
  • Highly organized and thrives on making order out of chaos
  • Able to effectively tailor verbal and written communication style to differing audiences
  • Good team communicator and open to feedback
  • Passion for customer service and our users experience, including making sure the problem is fully addressed
  • 1+ years experience supporting customers via e-mail, chat or social media
  • Excellent writing skills that you can adapt to each individual customer
  • Familiarity with 3D Computer Graphics and popular CG tooling
  • Familiarity with PBR and real-time rendering techniques
  • Able to self-manage and work independently in a fast-paced, constantly changing environment

Nice-To-Have Skills

  • Experience in working in a 3D production environment
  • Experience in creating learning content (articles, documentation, tutorials, blog entries)
  • Understanding of software development and basic coding knowledge
  • Experience using Notion or similar tools

‍

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